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$25,500.00 annually
 Support for DC Office and 2 District Offices included
 Additional small locations (3 PCs or less) @ $2,700 per year
Additional large locations (more than 3 PCs) @ $4,500 per year
Service Desk Available 24/7/365 through our 1 (800) number
Support after Business Hours @ $150 per hour
Telephonic and in-person support to resolve software problems
DC Response Times
 1 hour call back
4 hour determination of visit
4 hour onsite
8 hour resolution
District Office Response Times
1 hour call back
4 hour determination of visit
8 hour onsite
12 hour resolution
Telephonic and in-person support for House office hardware
Proactive monitoring of office IT infrastructure
Problem Management
Change, Release, Capacity, Availability and Asset Management
Warranty Management
10 Installations or Relocations per year
Unlimited simple relocations (unplug, move, and plug in within the same bldg)
Additional Installation and Relocations @ $125 per hour
Installations will be configured to automatically receive updates
Hardware/Software Installation Checklist
Training provided to users on basic system and application functionality
Site Survey and Configuration Planning
Systems integration of all hardware performed at ITG's ISO 9001:2008 warehouse and logistics facility.
Networking and Communications configuration
Complete security checklists for all installed equipment
Secure all devices are with the proper security checklist
Adhere to all applicable House security guidelines
Equipment not covered by a security checklist submitted for review by the ISSO
All servers and workstations are protected with anti-virus software
Anti-virus and spyware cleaning performed upon request
Preventive Maintenance provided at least twice a year
Office disk image maintained and updated it at least once every three months
Support provided for the House Information Resources data replication service
DOD-level degauss performed upon removal of any computer or storage device
Verify patch, service pack or service release provided by HIR within 48 hours
Technical Assessment provided for new clients
Detailed Office Profile created and maintained
Disaster Recovery Plan provided
Terms and Conditions
For service requested and performed outside of normal business hours, a Time & Material rate will apply of $150.00 per hour-two hour minimum
For Installations or Relocations (as defined in SOO) in excess of 10 per year a Time & Material rate will apply of $125.00 per hour. Simple relocations (unplug, move, plug in) within the same facility will incur no additional charges
For all Congressional Transition activities the Time and Materials rate of $125.00 per hour will apply
For support of software not on supported list a Time & Material rate will apply of $125.00 per hour
Any delays to service provided through no fault of ITG, will be cause for an exception to the SLA, and possibly be subject to T & M Charges at a rate of $150.00 per hour.
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